Chapter 3
Company Policies and Procedures
Abstract
This chapter will present security officers with company guidelines and rules pertaining to security officer duties and responsibilities. Some topics that will be highlighted are new hires, personal appearance, and attention while on duty and personal conduct. Other procedures will be discussed, including radio and cell phone usage. The student will be provided with an understanding of the basic training required to function properly while on the post. Also, individuals will gain an understanding of all equipment necessary for the security officer to perform their task.
Keywords
CCTV; Daily activity report (DAR); Elevator monitors; Incident reports; Post orders; Proof of coverageImportant note for company-specific and site-specific procedures
It is important for security officers to know the procedures for post orders for each specific employer and for the site post orders specific to the location each officer is assigned. Your employer will review these procedures with you as part of your training. The materials in this chapter outline some basic and common procedures for the security industry. In all cases, the policies and procedures for post orders and assignments of your specific employer and the specific site to which you are assigned will supersede procedures in this manual. If you have any questions, ask your supervisor!
Your supervisor will provide you with additional on-the-job training at your first posting and review your post orders with you. In any classroom instruction before your posting, you should be provided with the forms, procedures, and other common forms used by your company.
Site-specific training and site orientation
Once an individual hired to work as a security officer has been provided with all of his or her pre-employment instructions, office indoctrination, and training, it is time to report on-duty at the site where he or she will serve. As a practical matter, it is wise for the officer to leave for work with more time than the usual allotted time. This will provide the officer with the time necessary to grow familiar with the location, handle any watch change-over duties, and minimize the chances of being late due to unforeseen traffic congestion.
Reporting on-duty procedures
Every security company has a unique on-duty reporting system. The following are examples:
1. Signing an attendance sheet that denotes the time one arrived and departed from the facility.
2. Placing a telephone call into the main or branch office via a local or toll-free number. Often, this information is recorded by a secretary or person acting as a dispatcher.
3. Using an automated system in which the officer calls a toll-free number and is asked to provide their employee identification number. The time is automatically entered into a computerized time and attendance database. The same procedure is followed when the officer reports off-duty at the end of the shift.
4. Using a two-way radio to communicate with a dispatcher or supervisor to report on- and off-duty.
No matter what type of system is used, the objective is the same—proof of coverage. The contract security company is contractually required to prove and document that all officers reported on-duty in a timely fashion and that the security post was never left unattended. When reporting on-duty, the security officer is to be in a clean and wrinkle-free uniform, prepared to assume his or her duties. If lockers are provided for officers, he or she should arrive to work in advance of starting time in order to have enough time to change clothes. A security officer should not report on-duty and then leave to change into his or her uniform!
Review with relief officer for any events and issues
After reporting on-duty, the arriving officer should meet with the officer to be relieved so that he or she may be briefed on any event or incident that occurred during the previous shifts. Often, an event such as an electrical power failure, false alarm, water leak, or some other maintenance related event has occurred. It is essential for security officers to communicate with one another. Whenever one security officer is unaware of a situation or event that, in the opinion of the client, all officers should be aware of, the credibility of the entire security officer operation is called into question. Most significant events should be documented in writing.
Generally, officers assigned to different shifts at the same post will use “pass-along logs” to ensure that appropriate information is passed from officer to officer and shift to shift.
For example, when a group of visitors arrive at the facility, it is not unusual for their presence to be conveyed to security via a telephone call to the security officer on duty. Failure to properly note such a change in the normal routine could prove to be extremely embarrassing when the visitors arrive.
The following are examples of incidents that should be communicated from one officer to another:
1. An employee will return to pick up their personal vehicle that was left on-site.
2. Lights have been left on in one section of the facility for a specific reason and therefore should not be turned off.
3. A special delivery is expected for a part that the maintenance department is anxiously awaiting.
4. Human Resources has just suspended an employee who has not yet left the premises. Once they have left company property, they are not to return.
5. Another security officer needs to be contacted due to the client’s request for extra coverage. The relieving officer is to attempt to reach the person at home.
6. No matter the situation or event, all communication that is considered essential or important needs to be communicated to the officers arriving for work. This information should also be documented in writing, with a note that the information was communicated to the relieving officer.
Review of on-site post orders/instructions
As the relieving security officer is coming on duty and after the departing officer(s) has left the site, it is always a good idea to make a thorough review of the existing post orders or written instructions. Generally, these post orders will not change significantly from one day to the next, but a quick review is essential if a section in the report indicates that information is to be communicated quickly due to a change in procedures.
Instruction and training in the post orders for any new job site is one of the most important types of training that any security officer can receive. It is imperative that you receive proper and adequate training in your post orders from a senior officer, post commander, and/or field supervisor.
Preparation of the daily activity report
The daily activity report (DAR) is the written documentation that security personnel have performed their duties in the appropriate manner during the course of their shift. The first item to enter on the DAR is your name, date, and time of the shift. This information should be printed neatly in black ink. The first notation of the report should indicate the time on duty, assuming the duties of the relieving officer. The following additional information should be part of the DAR:
1. Name of officer relieved
2. Notation of obtaining keys, card access devices, etc.
3. Time of all patrols
4. Notation of any unusual observations after first patrol
5. Number of personnel/vehicles on site
6. Doors/windows open or unlocked
7. Coffee pots operating
8. Equipment that is out of service
9. Pickup and delivery times of parcels
10. Condition of security equipment
11. Time of officers’ breaks
12. Unusual phone calls
13. Alarm notifications (type of alarm and time)
14. Notation of any incidents
15. Off-duty time
16. Name of relieving officer
17. Notation as to the keys and equipment given to arriving officer
Security officers should always refrain from completing any part of their DAR in advance. Although boredom may sometimes encourage such a practice, it should be avoided at all times.
Again, the post orders and assignments for your specific job site can and may vary widely from these examples, as well as from post to post. Review your post orders and, if you have any questions, ask your supervisor. Proper training in the completion of your DAR by a responsible supervisor is essential to the successful completion of your duties.
Equipment
Security officers will also have to review security equipment upon arrival at work. Most of the checks and inspections that are required are routine. However, it is important for each officer to conduct his or her own inspection of the equipment entrusted to them for their shift. Eventually, a problem will occur with equipment. If security officers are not consistent in the documentation of these inspections, it will be difficult to determine the person who was on-duty when the equipment malfunctioned if and when an issue arises.
We live in a world in which gadgets are an increasing part of our life. We all like to play with the latest equipment. This may be fun at home but, at work, an officer should never “play” with equipment.
CCTV equipment
Although not every security post uses closed-circuit television (CCTV) equipment (Figure 3.1), most sites will have some sort of camera system. The older, more traditional CCTV equipment consisted of a group of cameras that allowed for several camera monitors to be viewed simultaneously. These systems often used a time-lapse videocassette recorder (VCR). Although a time-lapse VCR looks very much like the video recorders found in most homes, the time-lapse capability allows for as much 168 hours of video to be stored on one video cassette. Often, the security officer reporting on duty may be required to rewind a tape, change a tape, or simply ensure the recorder is properly operating. Review the responsibilities for the care and changing of video cassettes with your immediate supervisor. For the most part, these older systems have been replaced. A much more detailed discussion of video systems is presented in the chapter 13. While many facilities have replaced VCRs with digital recording devices or “enterprise systems” eliminating the need for officers to change tapes, some older sites may still use this outdated technology.
Review and inspection of communication devices
Many security officers will have two-way radio communication while working. Upon arrival at the facility, care should be taken to ensure the radio works properly and a fully-charged battery is readily available. A radio check will determine if the signal is “loud and clear”. Telephones are often readily available. Security officers should ensure there are no operational issues with the telephone system. Special attention should be given to cellular phones to ensure that they are charged and their signal is strong.
As with any other equipment used by security officers, proper care and storage of communication equipment is required to ensure proper communication ability exists if it is required. If an officer discovers any problem with equipment, he or she should immediately notify a supervisor.
Review of emergency equipment
Review of on-site post emergency equipment (such as fire alarm panels, weather radio, and any other emergency equipment) is often a tedious but required task.
No matter how much training is provided to security officers during emergency training, emergencies usually occur infrequently. As a result, many security officers will lack the experience of participating in actual emergency situations. This lack of experience may mean that a security officer is not fully familiar with the proper procedures and instructions for using emergency equipment, resetting alarms, etc. The diligent security officer who checks emergency equipment daily will become very familiar with its use and be better prepared during an actual emergency.
Inspection of elevator/fire exit monitors
High-rise buildings will usually have elevator monitors located at or near the security post located on the first floor lobby. Depending on the age of the elevators, automatic controls may exist that simply require a security officer to note their status. Elevators can be placed on automatic timers to coordinate their operation during nonbusiness hours. Other types of elevators may require manual manipulation of controls by security personnel. Each facility is unique. These responsibilities need to be reviewed in your post orders and with your immediate supervisor.
Elevator controls will also be integrated into a facility’s fire notification system. When an alarm is initiated, override controls will return all elevators to the ground floor and will not permit their continued use unless a fire department emergency key is inserted into the control panel located inside each elevator’s control panel.
Emergency or fire exit doors should always be locked from the outside to prevent unauthorized access from the exterior of the building. Alarm panels with illuminated and audible alarms will signal when a door has been opened. When beginning a shift, security personnel need to inspect the control panel to ensure it is functioning properly. In addition, while conducting a patrol of the facility, all exit doors should be closed and the alarm panel reset, if necessary. With no-smoking policies in effect in most workplaces, many of these exit doors are used by smokers during scheduled work breaks. Security officers need to understand the particular restrictions on the use of these emergency exits.
Emergency response issues
Security personnel will generally have primary responsibility for initiating an emergency evacuation and contacting 9-1-1 emergency personnel. In addition, security personnel will often be asked to monitor emergency notification equipment and direct emergency services personnel to specific locations.
In fact, in recent years, public safety officials have increasingly praised the role that private security officer play in helping emergency responders get information when they arrive at the scene of an incident, such as where a fire is, where the fire control panels are, and how to get to certain locations in a building if one access way is blocked.
A security officer should review all emergency response issues at the beginning of the shift to ensure they fully understand their duties and responsibilities. These responsibilities include knowing who is responsible for implementing the emergency response plan, ordering an evacuation of all personnel, and awareness of all other employees who may have been be given special emergency response duties, such as emergency medical technicians.
Finally, security officers should locate and review the emergency contact list. If it is determined that names and phone numbers have not been recently updated, an incident report noting this should be submitted to the security supervisor.
Emergency response liability issues
Security personnel should receive the necessary and adequate training in order to effectively discharge their responsibilities. Documentation of this training in the form of written training checklists signed by the security officer and their trainer is strongly advised, as documentation of such training can help shield from liability. Failure to receive the proper training and/or failure by the security officer to conduct himself or herself appropriately in an emergency can result in serious liability issues for the security officer, his or her employer, and the company with whom they contract.
A charge of negligence against a security officer and his/her employer may be claimed if the officer failed to act during an emergency. A charge of malfeasance may also be claimed if a security officer acted or responded in a manner that was improper due to the lack of knowledge and understanding. In both cases, security officers could be faced with being summoned in a civil lawsuit. Proper understanding of the responsibilities of security personnel with adequate training will usually minimize the likelihood of these lawsuits.
Lost-and-found articles
Every security department has a unique procedure concerning lost-and-found articles. No matter the policy, it is critical for security officers to follow the policy explicitly and to document all facts surrounding the property. Typically, the following elements are part of any lost-and-found policy.
Found items
When a security officer is given property that has been found, an incident report should be written containing the name, address, and phone number of the person who found the items.
All contents of the item should be counted and inventoried (if possible with the person who found the item as a witness). If a billfold or purse has been found, the contents of the billfold, including the amount of cash (the number of ones, fives, tens, etc.) should be inventoried and all credit cards, driver’s license, etc. also accounted for.
The lost items should be placed in a container or clear plastic bag that can be sealed with the date, time, and officer’s signature placed on the top of the container.
Some security departments may have another officer from a control center come to pick up the item(s). Again, all items should be counted and documented by two persons, preferably security officers.
Whenever found items are stored for safekeeping, the process should again be witnessed by at least one other person.
Security officers should never retain found items and fail to notify a superior in the hope or assumption that the person who misplaced the property will come to retrieve the items that same day. When anything of value is turned into security, notify a supervisor or other security personnel, employer, or client as soon as possible and document all items! This is for your own protection as much as anything else, so that you can never be accused of pocketing found items.
Lost items
When employees or visitors report lost or stolen property to security personnel, it is necessary for the officer to obtain as much information as possible regarding the property. This will include color, size, shape, model number, value of the item, last known location, time discovered missing, etc. Security personnel should document all information on an incident report form and notify the appropriate supervisor immediately.
If an item is found within a few hours of the filing of the loss report, security personnel should again obtain all required information so that the integrity of the person or the security officer who located the missing item cannot be in question.
Credibility issues
Without a thorough and effective lost-and-found policy that is understood by all, security personnel and their employers may have their integrity and credibility questioned when a found item turns up missing. This can occur due to the sheer volume of lost-and-found items (e.g., at an amusement park) under the control of security. Nevertheless, if an employee or visitor learns that their property, while under the physical control of the security department, turns up lost or stolen later, serious damage can occur to the credibility of the security organization. The honesty of every person working in security may be questioned.
Lost-and-found property should be inventoried on a monthly basis by at least two people (preferably excluding the officer who originally found the items). Lost-and-found property should be properly stored and secured at all times—if possible, under CCTV surveillance.
Other post duties
Escorts
Security officers are often asked to provide escorts to and from parking areas. Often, the security officer will be escorting female employees. A concern may arise as to the benefit of a female security officer escorting a female employee if they were to be accosted. However, statistically, the likelihood of a physical assault is reduced by 50% when two people are walking together, regardless of gender. These escorts are usually routine and seldom involve a physical confrontation. However, if an employee has requested an escort due to the existence of a restraining order involving a domestic dispute, the likelihood for a problem is greatly increased.
When providing escorts, notification to another security officer or call center is recommended. If this is not possible, the security officer needs to note in the DAR the date, time, and name of the person who requested the escort. During the actual escort, security personnel should be professional, courteous, and sensitive to the fact that the person they are escorting may not want to engage in conversation. Walk just to the right or left of the person and just slightly ahead of them, paying particular attention to avoiding physical contact. Also, never accept a tip or gratuity from the person you are escorting!
Parking and traffic enforcement
Security officers may be required to direct traffic on client property, issue parking tickets, and generally enforce parking regulations. Keep in mind that security officers are not police officers. Never engage in verbal confrontations with people who are ignoring your traffic directions or requests. Follow the guidelines detailed in your post orders and document all such issues.
Energy management, lighting, and other duties
Security officers may be required to monitor heating and cooling systems, turn on parking and/or facility lighting, deliver mail, fuel vehicles, and perform many other duties not directly related to security. Be mindful of the fact that your employer has usually agreed to such duties or requests. All these responsibilities should be carried out in a professional manner and in accordance with the written post orders for the site to which the security officer is assigned. If a security officer ever has questions about whether nonsecurity duties are appropriate for a post, they should contact a supervisor.
Summary
• It is important for security officers to know the procedures for post orders for each specific employer, and for the job site post orders specific to the location each officer is assigned. Your employer will review these procedures with you as part of this training.
• Your supervisor will likely provide you with additional on-the-job training at your first posting and review your post orders with you. In any classroom instruction before your posting, you will likely be provided with the forms, procedures, and other common forms used by your company.
• Every security company has a unique on-duty reporting system.
• After reporting on-duty, the arriving officer should meet with the officer to be relieved so that he or she may be briefed on any event or incident that occurred during the previous shifts. Often, an event such as an electrical power failure, false alarm, water leak, or some other maintenance related event has occurred. It is essential for security officers to communicate with one another.
• No matter the situation or event, all communication that is considered to be essential or important needs to be communicated to the officers arriving for work. This information should also be documented in writing, including that the information was communicated to the relieving officer.
• As the relieving security officer is coming on duty and after the departing officer(s) has left the site, it is always a good idea to make a thorough review of the existing post orders or written instructions.
• Instruction and training in the post orders for any new job site is one of the most important types of training that any security officer can receive. It is imperative that you receive proper and adequate training in your post orders from a senior officer, post commander, and/or field supervisor.
• The daily activity report (DAR) is the written documentation that security personnel have performed their duties in the appropriate manner during the course of their shift.
• The DAR should include personnel changes, equipment monitoring, notation of and unusual incidents, time of each patrol and officer breaks, as well as many other details of the shift.
• Security officers should always refrain from completing any part of their DAR in advance. Although boredom may sometimes encourage such a practice, it should be avoided at all times.
• Security officers will also have to review security equipment upon arrival at work. Most of the checks and inspections that are required are routine. However, it is important for each officer to conduct an inspection of the equipment entrusted to them for their shift.
• Although not every security post uses closed-circuit television (CCTV) equipment, most sites will have some sort of camera system.
• Many security officers will have two-way radio communication while working. Upon arrival at the facility, care should be taken to ensure the radio works properly and a fully-charged battery is readily available. Security officers should ensure there are no operational issues with the telephone system. If an officer discovers any problem with equipment, he or she should immediately notify a supervisor.
• Review of on-site post emergency equipment (such as fire alarm panels, weather radio, and any other emergency equipment) is often a tedious but required task. The diligent security officer who checks emergency equipment daily will become very familiar with its use and be better prepared during an actual emergency.
• High-rise buildings will usually have elevator monitors located usually at or near the security post located on the first floor lobby. Depending on the age of the elevators, automatic controls may exist that simply require a security officer to note their status. Other types of elevators may require manual manipulation of controls by security personnel. Each facility is unique. These responsibilities need to be reviewed in your post orders and with your immediate supervisor.
• Elevator controls will also be integrated into a facility’s fire notification system. When an alarm is initiated, override controls will return all elevators to the ground floor and will not permit their continued use unless a fire department emergency key is inserted into the control panel located inside each elevator’s control panel.
• Emergency or fire exit doors should always be locked from the outside, preventing unauthorized access from the exterior of the building. Alarm panels with illuminated and audible alarms will signal when a door has been opened. When beginning a shift, security personnel need to inspect the control panel to ensure it is functioning properly.
• Security personnel will generally have primary responsibility for initiating an emergency evacuation and contacting 9-1-1 emergency personnel. In addition, security personnel will often be asked to monitor emergency notification equipment and direct emergency services personnel to specific locations.
• A security officer should review all emergency response issues at the beginning of the shift to ensure they fully understand their duties and responsibilities.
• Every security department has a unique procedure concerning lost-and-found articles. No matter the policy, it is critical for security officers to follow the policy explicitly and to document all facts surrounding the property.
• Security personnel and their departments or employers who do not have a thorough and effective lost-and-found policy that is understood by all will likely have their integrity and credibility questioned when a found item turns up missing.
• Lost-and-found property should be inventoried on a monthly basis by at least two people (preferably excluding the officer who originally found the items). Lost-and-found property should be properly stored and secured at all times and, if possible, under CCTV surveillance.
• Security officers may have additional duties, such as providing escort service for employees requesting it, monitoring parking and traffic at a facility, monitoring heating and cooling systems, delivering mail, etc. All these responsibilities should be carried out in a professional manner and in accordance with the written post orders for the site to which the security officer is assigned.
Exercises
1. Why is it vital that the security officer become familiar with the post orders for a particular site?
2. Name at least 10 items that should be listed in the daily activity report.
3. Why is it important to understand how to maintain and operate the equipment used in the performance of security at a site?
4. How can security personnel be vital in assisting first responders in an emergency?
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